Brendan Read : The Readerboard
Brendan Read
TMC
| Contact Center/CRM Views and Analysis

AirHopper: Even Air-Gap Networks are Not Secure

It’s a good time to be in the Cybersecurity business. Quite often, highly secure computers are disconnected from the outside world so...

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The era of the hardware-based media server is over -scaling software-based media servers

As the telecom world moves closer and closer to software- based infrastructure, many questions are being asked about scalability of these...

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Brochures

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10 Reasons Why Microsoft is Winning

With new CEO Satya Nadella at the helm, Microsoft is changing and into something it needs to be. A company embracing a...

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Recognizing the Similarities Between WebRTC and VoIP

Next week I’ll be giving a keynote at the WebRTC Conference and Expo V.  When I last gave a keynote at...

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Invisible is Good Design

The whole idea of being a technology provider is that you make the technology invisible to the customer. They just have...

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VDSL and Vectoring are Important Parts of Broadband Deployment

By: Wendy Zajack, Dir. Product Communications, Alcatel-Lucent

From original on Alcatel-Lucent corporate blog

A few months ago our home WiFi slowed to a crawl. At first we thought it was a temporary thing, but after my son ran a diagnostic there was a problem with our high-speed broadband.  

While the technician was fixing it, he mentioned that for an extra $10 a month we could get a faster plan.  Living in the US we already (in my opinion) pay enough for our monthly broadband package so I immediately said ‘no.’ But I told my kids that IF they wanted to pay for it … we would consider it.

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Opportunity Knocks in Canada?

September 23, 2008

Canadians have lost the puck as it were on the great opportunity that contact centers have provided elsewhere in laying the basis of a strong high-tech economy, which overall has long been fairly dismal with the exceptions of a few bright lights like RIM, Nortel, Mitel, and CRM vendors like Maximizer.

Home working, customer care insights from ITEXPO West

September 17, 2008

While managing the SIP in the Contact Center Certification track at ITEXPO West yesterday I came across two excellent insights courtesy of the speakers and the attendees...on how to manage bandwidth at home agents' premises, and that you don't have to be live with customers to give excellent customer service

Are You Prepared for the Next Disaster? Probably Not

September 12, 2008

There no excuse other than sheer carelessness leading to negligence not to have a solid, tested, business continuity/disaster response plan. Firms that do not are putting their employees' lives at risk along with their businesses. They are a needless part of the problem that professionals like my son, who is a paramedic and who is out there every day saving lives do not need when responding to emergencies. I hope the DMG Consulting/Empirix paper shakes people up. If one more contact center decides to sit down and write or revamp their plans as a result of it then some good will have come.

Lessons From 9-11...No More 'Are You OK? E-mails'

September 11, 2008

Establish an international day of mourning for terror victims of all kinds i.e 9-11 (how appropriate, 9-1-1). After all, people from nearly every nation died in the attacks 2. Launch a campaign to end terrorism aimed at non-combatants. No more deliberating bombing, mining, sinking, and shooting of civilians, and placing military targets in civilian areas.

In Memoriam..9/11

September 11, 2008

There's No Place Like Show...Like ITEXPO West

September 10, 2008

Yet when all is said and done there is still nothing like going to a conference/trade show floor and checking out the solutions and the exhibitors one-on-one, face-to-face, to get realtime information and answers to your specific needs via your multitude of senses. For those reasons I strongly encourage you to attend ITEXPO WEST and make time to visit the show floor to visit the exhibitors to see what's new and what will be new in the way of solutions that could help your organization be the best it can be.

Come to Class at ITEXPO West!

September 8, 2008

One of the coolest aspects of IT EXPO WEST is TMC University

Labor Day Message: Treat Your Workers Well and Be Rewarded

August 28, 2008

When heading off for the Labor Day weekend, think of the people who make it possible: those who work for you like your contact center agents and supervisors for whom Labor Day is a workday where they deliver the customer service that we all depend on. And when thinking of your staff examine ways in which you can treat them better, so that they can become more productive and loyal that in turn leads to higher revenues, lower costs, and greater customer satisfaction. You may even be recognized by your peers for the results that you have achieved.

SpeechTEK Notes...

August 22, 2008

Several notes from SpeechTEK, held earlier this week in New York City...The industry is waiting for 'G', as in 3G, to enable integrated voice/visual (web/video) solutions to mobile customers...Legislation/regulations are affecting offerings...Personalization, speech analytics, and call avoidance coming key...Concerns/questions about security of automated speech authentication

Forget SpeechTek: The Buzz Is With Aumtech/MS Speech Rec

August 18, 2008

I could be wrong but what Aumtech and Microsoft have done is arguably the single most important development yet in speech rec: by putting together the tools that are there.
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